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Table of Contents

CHAPTER 1: THE IMPORTANCE OF CUSTOMER SERVICE 
 

CHAPTER 2: CUSTOMER-CENTRIC SERVICE 
 

CHAPTER 3: DESIGNING AND IMPLEMENTING AN EFFECTIVE CUSTOMER SERVICE PROGRAM 
 

CHAPTER 4: THE PROFESSIONAL SERVER 
 

CHAPTER 5: GREETING AND SEATING CUSTOMERS 
 

CHAPTER 6: DINING ROOM SERVICE 
 

CHAPTER 7: GUEST PAYMENT AND SERVICE RECOVERY 
 

CHAPTER 8: MARKETING THE POSITIVE GUEST SERVICE EXPERIENCE